OVERVIEW:

Questions? – Please contact us at:  Returns

Our policy lasts 15 days from receipt.  If 15 days have gone by since your purchase was received, unfortunately we can’t offer you a refund or exchange.  Our return period is extended during the 2023 holiday season.  Purchases made from November 15th – December 3st may request a return or exchange by January 15th, 2024.

RETURNS AND EXCHANGES:

To be eligible for a return or exchange, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return or exchange, we require your order number or proof of purchase. If damaged, please include a photo (more information on damages below). Please email us at: Returns for authorization number prior to shipping a return.

Gift cards are not eligible for return.

Exchanges (if applicable)
If you need to exchange your purchase for the same item or if an incorrect item was received, please send us an email at  returns  We are happy to process an exchange, your new item will be shipped within five days of receiving the original purchase.

If an item is defective or damaged, we will promptly send a replacement.  Please see damages section below.

REFUNDS:

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to the original method of payment. Refunds will be processed within five days of receipt of returned item.

There are certain situations where only partial refunds are granted (if applicable). Any item not in its original condition, damaged or missing parts for reasons not due to our error, shipping carrier error or any item that is returned more than 15 days after delivery may be granted a partial refund.

Late or missing refunds (if applicable)
If you haven’t received a refund five days after processed, first check your bank account.  Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at returns

Clearance items (if applicable)
Clearance items cannot be refunded.

Exchanges (if applicable)
If you need to exchange your merchandise for the same item or if an incorrect item was received, send us an email at returns, include your order number. If an item is damaged, please refer to damages below.

Gifts:

The same return and refund policy will apply to gifts.

Cancellations:

Orders may be canceled prior to shipping.  To cancel, please email us at returns as soon as possible to avoid shipment.  You may also contact us by calling or texting  (828) 719-6181.  Once an order is given to the shipping carrier, we are unable to cancel. 

Shipping your Return:

Once you have notified us that you would like to return your item, please pack your item in the original packing to the best of your ability.  You will be responsible for paying for return shipping costs. Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund. Please be sure to use USPS Priority Mail, USPS Ground Advantage, UPS Ground or Fedex Ground.  These services all provide tracking.  Be sure to verify that the included insurance is sufficient to cover the value of your return.  If below, please add insurance to sufficiently cover the merchandise.  You may provide us with the tracking information at Returns, please include your order number.

Depending on where you live, the time it may take for your exchanged product to reach us will vary.

To return your product using the US post office, please ship to the PO Box.  The PO Box is very important.  We are in a small town that does not have post office delivery.  We visit the post office daily, your package will be picked up promptly once it has arrived. 

RETURN SHIPPING POST OFFICE:

MountainSue
PO Box 1206
Blowing Rock, NC 28605

RETURN SHIPPING UPS OR FEDEX: